(Remote) Customer Experience Associate

Morty

Remote

Morty is the world's first fully digital, fully automated mortgage marketplace.

About Morty

Morty is on a mission to revolutionize the outdated mortgage industry by letting people shop, compare, and close any mortgage option from any lender, completely online. Purchasing a home is the largest, most important financial transaction of most people’s lives. We believe getting a mortgage should be just as simple, modern, and transparent as buying anything else online. We’re building the first-ever, fully digital marketplace to make this possible.

Morty was founded by a diverse team of mortgage industry vets and software engineers and is supported by an incredible group of investors and advisors including Thrive Capital, Lerer Hippeau, Prudence, and Techstars who have backed companies like Oscar, Compass, Lemonade, Slack, Airbnb, Stripe, Dropbox, Casper, and Warby Parker. 

In 2021, Morty raised a $25 million Series B financing round, with a valuation of $150m – check out our feature in Forbes and this blog post from CEO and co-founder Nora Apsel to read more!

Who We're Looking For

Are you a people person with a high level of emotional intelligence? Do you enjoy working directly with customers? Do you feel delighted when a customer compliments your efforts? Are you passionate about continuous improvement? If you answered yes, our customers need your advocacy. 

As a Customer Experience Associate at Morty, you will be motivated by solving problems for customers and your immediate and extended team. You're able and willing to provide and receive actionable feedback that will help drive efficiency and a best-in-class customer experience. You're the quintessential team player. You're honest, never cut corners ethically, and always want what's best for your customers and team. You're a lifelong learner with the desire to grow professionally and contribute to the success and culture of the company. 

You'll get to work, learn, and grow alongside caring and talented people with deep expertise in the mortgage industry, tech, and startups. You'll be working directly with the Head Of Customer Experience to help build the foundations for the newly formed CX department. 

Job Responsibilities

  • Ensure a seamless and transparent customer experience with regular status updates and an emphasis on customer retention and satisfaction via phone, email, chat, and SMS 
  • Address customers' questions about the process, including the application, underwriting, closing, and Morty's internal sales programs
  • Communicate adverse decisions and changes with empathy and tact and work with our sales team to recommend alternative options, if they are available 
  • Communicate clearly when working with internal stakeholders and leave clear, detailed, and concise notes for your colleagues 
  • Master workflows while navigating internal systems & software, and take ownership when troubleshooting and proposing solutions
  • Drive continuous improvement forward by diagnosing inefficiencies and proposing solutions with extended teams such as product, business operations, etc. 
  • Become a mortgage ninja 

Job Qualifications

  • 1+ year of customer-facing work experience 
  • Previous operations or experience in mortgage, lending, or financial services is preferred
  • Candidates with retention sales and customer advocacy experience will be prioritized 
  • Strong communication and effective listening skills with exceptional attention to detail
  • Self-starter with a "No task is too big or small" attitude, and excited to join a startup!

Our Benefits

  • Competitive Salary + Stock Options
  • Fully paid medical, dental and vision plans through Justworks
  • ​​Parental leave of 12 weeks fully paid after six months of service
  • Remote-first culture! Work from anywhere in the U.S. plus we have an office space in NYC’s West SoHo neighborhood. We’re dog friendly!
  • Flexible PTO with no limit on vacation days and a recommended minimum of 15 days per year + 13 annual company-wide holidays
  • One year of free online mental health therapy via Talkspace
  • Access 24/7/365 to One Medical, an on-demand primary care health service
  • Public transportation benefits and pre-tax plans if you choose to commute
  • 401k plan through Guideline
  • Up to $200 to enhance your home office
  • $3,000 employee referral program

Morty is focused on building the team best suited to advance our mission to the benefit of homebuyers across the country. We recognize that work patterns have changed, and we now offer team members the option to work full- or part-time in our office in New York City or fully remotely. While each team has the flexibility to establish the work schedules and rhythms that make sense for their group, we request everyone’s working hours overlap substantially with Eastern Time so we can all stay connected.

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